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HP Officejet Pro 8500 Wireless All-in-One Printer - A909g support

A 'Replace the following empty ink cartridge' Message Displays on the All-in-One After Installing a New Cartridge

  • PrintPrint

Issue

A 'Replace the following empty ink cartridge ' message, followed by the code for one of the cartridges, displays on the product control panel, even after you install a new cartridge.
Important : Before proceeding with the following solutions, close the 'Replace the following empty ink cartridge ' message. Press OK or Continue on the product control panel to close the message.

Video of replacing printheads and cartridges

View the video or choose one of the following topics to learn how to replace printheads and cartridges. Note that this video only covers replacing printheads and cartridges, and does not cover all the solutions described in this document.
The following video demonstrates replacing printheads and cartridges.
NOTE:This video shows the HP Officejet Pro 8500 printer. The outside of the printer might not look the same as your printer, but the steps are the same.
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If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Solution one: Reset the All-in-One

  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Check cartridge compatibility

Follow these steps to check if the cartridges are compatible with your HP product, and then replace the cartridges if they are incompatible.

Step one: Check cartridge compatibility

To purchase cartridges or check cartridge compatibility for your printer, go to HP Home & Home Office Store (US only), and then click Ink Toner & Paper .
If you are located outside of the US, follow these steps to purchase cartridges using HP SureSupply.
  1. Scroll to the bottom of the page and make sure that the country or region location is correct.
  • If the cartridges are compatible, continue to the next solution.
  • If the cartridges are not compatible, continue to the next step to replace the cartridges.

Step two: Replace any incompatible cartridges

  1. Open the cartridge door.
    Figure 1: Open the cartridge door
    Image: Open the cartridge door
  2. Grasp the cartridge that requires replacement, and then pull it out of the slot.
  3. Remove the new cartridge from its package.
    Figure 2: Remove the new cartridge from its package
    Image: Remove the new cartridge from its package
  4. With the contacts facing toward the product, insert the cartridge into its color-coded slot.
    Figure 3: Insert the cartridge
    Image: Insert the cartridge
  5. Press the cartridge forward until it snaps into place.
    Figure 4: Press the cartridge forward until it snaps into place
    Image: Press the cartridge forward until it snaps into place
  6. Repeat these steps to replace any other incompatible cartridges.
  7. Close the cartridge door.
    Figure 5: Close the cartridge door
    Image: Close the cartridge door
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Check the ink levels

The error message might display if one or more of the cartridges are very low or out of ink. Follow these steps to check estimated ink levels, and then replace any low cartridges.
Important : This solution requires that you have the full-feature HP software installed on your computer.
If you do not have the full-feature software and print driver installed, click this link, Download Software and Drivers to download the latest version of the software for your product.

Step one: Check the ink levels

  1. Make sure that the product is turned on and connected to the computer.
  2. Open HP Solution Center :
      Click Start ( ), click All Programs , click HP , and then click HP Solution Center .
      Click the Windows icon ( ), click Programs , click HP , and then click HP Solution Center .
      Click the Windows icon ( ), click All Programs , click HP , and then click HP Solution Center .
  3. Click Settings , click Printer Settings , and then click Printer Toolbox .
  4. Click the Estimated Ink Levels tab, and then note any cartridges that are very low or out of ink.
    NOTE:Ink level indicators provide estimates for planning purposes only. When an indicator shows low ink levels, consider having a replacement cartridge available to avoid possible printing delays. You do not need to replace cartridges until print quality becomes unacceptable.
  • If none of the cartridges are very low or out of ink, continue to the solution.
  • If any cartridges are very low or out of ink, continue to the next step to replace the cartridges.

Step two: Replace low or empty cartridges

  1. Open the cartridge door.
    Figure 6: Open the cartridge door
    Image: Open the cartridge door
  2. Grasp the cartridge that requires replacement, and then pull it out of the slot.
  3. Remove the new cartridge from its package.
    Figure 7: Remove the new cartridge from its package
    Image: Remove the new cartridge from its package
  4. With the contacts facing toward the product, insert the cartridge into its color-coded slot.
    Figure 8: Insert the cartridge
    Image: Insert the cartridge
  5. Press the cartridge forward until it snaps into place.
    Figure 9: Press the cartridge forward until it snaps into place
    Image: Press the cartridge forward until it snaps into place
  6. Repeat these steps to replace any other cartridges that are very low or out of ink.
  7. Close the cartridge door.
    Figure 10: Close the cartridge door
    Image: Close the cartridge door
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Clean the cartridge contacts

Follow these steps to clean the cartridge contacts.
  1. Gather the following materials:
    • Clean swabs that will not come apart or leave fibers
    • Distilled, filtered, or bottled water (tap water might damage the cartridge)
  2. Open the cartridge door.
    Figure 11: Open the cartridge door
    Image: Open the cartridge door
  3. Grasp the cartridge indicated in the error message, and then pull it out of the slot.
    CAUTION:Remove and clean cartridges one at a time. Do not leave a cartridge outside the product for more than 30 minutes.
  4. Dip the swab in the water, and then squeeze off any excess water.
  5. Use the swab to remove any ink and debris from the gold-colored contacts on the cartridge.
    Figure 12: Cartridge contacts
    Image: Cartridge contacts
    1 - Cartridge contacts
  6. Allow the cartridge contacts to dry for 5 to 10 minutes.
  7. With the contacts facing toward the product, insert the cartridge into its color-coded slot.
    Figure 13: Insert the cartridge
    Image: Insert the cartridge
  8. Press the cartridge forward until it snaps into place.
    Figure 14: Press the cartridge forward until it snaps into place
    Image: Press the cartridge forward until it snaps into place
  9. Close the cartridge door.
    Figure 15: Close the cartridge door
    Image: Close the cartridge door

Solution five: Check the version number of the product firmware

A cartridge error might occur if the product firmware is not up to date. Follow these steps to make sure that you have the latest version of the firmware installed.

Step one: Check the firmware version currently installed on the product

  1. Press the Power button ( ) to turn on the product.
  2. Touch Setup ( ) on the product control panel.
  3. Touch Print Reports , and then touch Self-Test Report . The Self-Test Report prints.
  4. Locate the firmware version number on the report, and then continue to the next step.

Step two: Check for updated firmware on the HP Web site

  1. Click this link, Software and Driver Downloads to go to the product software downloads page on the HP Web site.
  2. If prompted, type your product number. You might also need to click your model in a list of similar products.
  3. Select your operating system, and then click Next .
  4. Click the Plus sign ( ) next to Firmware to view the latest firmware version available for your product.
  5. Compare the firmware version number on the self-test report you printed in the previous step with the firmware version number on the HP Web site.
  • If the firmware version number on the self-test report is different than the version number on the HP Web site, continue to the next step to download and install the firmware.
  • If the firmware version number on self-test report is the same as the version number on the HP Web site, continue to the Service the All-in-One section at the end of this document.

Step three: Download and install the firmware from the HP Web site

  1. On the Software and Driver Downloads page, click HP Officejet Pro Firmware .
  2. Review the download options and information, and then click Download .
    NOTE: You can click the View directions link for step-by-step instructions on how to download and install the firmware.
  3. Browse to the folder where you saved the firmware download file, and then double-click the file to launch the HP Firmware Download Utility.
  4. Follow the on-screen instructions to complete the installation.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution six: Service the All-in-One

These steps apply to all countries/regions except Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty , contact HP.
  • If your product is out of warranty , fees might apply for contacting HP.
HP Officejet Pro 8500 Wireless All-in-One Printer - A909g

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